Is this really necessary
Posted: Mon Jan 27, 2025 10:38 am
NPS is a working tool for developing a business based on customer needs. Whether to use it or not is an individual decision for each business. No pressure, just numbers: reducing customer churn by just 5% increases revenue by 25-95%. Loyal customers bring in 4-5 times more profit on average.
Measuring NPS is also useful in the B2B segment. In this case, the connection of a business client with the company is higher than with an ordinary consumer. The response rate is usually the same.
How to Increase NPS
It is necessary to promptly make changes based on the survey results and work with each category of consumers: critics, neutrals and promoters.
Critics — they are the ones who will tell you what exactly needs to crypto email database list be changed to increase loyalty. Even if sometimes in a rude manner. Drawing conclusions is not enough. Quickly work through the client's negativity: solve the problem, consult, offer a pleasant bonus as compensation. Show that you are ready to work on mistakes.
Neutrals are a category that can go to competitors, or, on the contrary, become your promoter. You need to work with them as targeted as possible: send personalized offers, discounts, promotions, offer a profitable loyalty program.
Promoters are the most loyal audience, it is important to maintain good relations with them through personal offers, discounts and gratitude for high ratings.
Give customers bonus points in the loyalty program for completing the survey. This will increase the number of ratings and get more accurate data.
We have described in detail other tools for obtaining assessments in this article .
Measuring NPS is also useful in the B2B segment. In this case, the connection of a business client with the company is higher than with an ordinary consumer. The response rate is usually the same.
How to Increase NPS
It is necessary to promptly make changes based on the survey results and work with each category of consumers: critics, neutrals and promoters.
Critics — they are the ones who will tell you what exactly needs to crypto email database list be changed to increase loyalty. Even if sometimes in a rude manner. Drawing conclusions is not enough. Quickly work through the client's negativity: solve the problem, consult, offer a pleasant bonus as compensation. Show that you are ready to work on mistakes.
Neutrals are a category that can go to competitors, or, on the contrary, become your promoter. You need to work with them as targeted as possible: send personalized offers, discounts, promotions, offer a profitable loyalty program.
Promoters are the most loyal audience, it is important to maintain good relations with them through personal offers, discounts and gratitude for high ratings.
Give customers bonus points in the loyalty program for completing the survey. This will increase the number of ratings and get more accurate data.
We have described in detail other tools for obtaining assessments in this article .